FAQ

Customer

General

Is your service available across the US?
Yes. Currently, we are available throughout US only.

Do I need WIFI to use your service?
WIFI is recommend for the best experience, though it is possible on some devices to use 4G or LTE to video call.
If you do experience connection issues, you can try using WIFI instead of LTE or 4G.

Is your service satisfaction guaranteed?
Sure. Our service would not exist without our customers being happy! If you are not satisfied with your experience using our app, please contact our Customer Support team at suport@spojiti.com.

What is the screening process of professional?
We are very adamant about our screening process. We check professional's information with sources such as Craigslist, Yelp, and other various listings searching for disciplinary or discretionary actions and reviews.
We ensure direct contact with that professional through publicly listed contact information.

Am I required to rate the professional?
No. However, your rating and reviews plays a major role in improving the quality of service delivered to you.

How does my rating and reviews impact?
Professional receive summary of their rating and review periodically. The ratings and comments you provide are always anonymous.
Rating impacts the chances of professional getting an opportunity to serve you.
If customer's poor experience is confirmed, the professional is notified about improving behavior. Serious or repeated negative experiences without marked improvement
can result in professional account deactivation.

My Account

I skipped filling payment information. Can I still use the app?
Yes. However, you cannot place any service call unless you got credits in your account.

I skipped activating my account. Can I still use the app?
Yes. However, you cannot place any service call.

I didn't receive any SMS with activation code. What do I do?
Go to profile section and tap on Activate Account. If you are still not receiving the text, please contact our Customer Support team at suport@spojiti.com.

How do I redeem the promo code?
After registering or logging in, go to Apply Promo section on your mobile app. Apply the promo code. Your available credits will be updated. When you place a service call and rate the professional, the credits available under your account redeem automatically.

Consultation

Can I request a specific professional?
We automatically connect you with the quickest available professional. As such, it isn't possible to request a specific professional until and unless you already had a service call with a professional and calling him from Call History section.

When I am connected, how is a professional selected?
We try to provide you the best and quickest available professional matching the category you are looking for. We select professional based on their rating and availability.

Can I speak to the same professional again?
Yes. Go to Call History and tap on the call you had with the professional. Tap on "Service Call". You can, also, phone call the professional and schedule a service call with him.

Payment and Billing

What payment methods do you accept?
We accept all major credit cards, such as: VISA, MasterCard, American Express, and Discover.

Is my credit card information secure?
Definitely! Cardholder data is stored using one of the most advanced encryption methods available.

Is there any cancellation fee?
No, until and unless, the call got connected.

How much does your service cost?
The cost of our service is directly correlated to the amount of time you spend on any call, as any charge from a phone call will be calculated after the call based on the number of minutes spent in the video-consultation.
You are charged at the base rate for first 10 minutes i.e. $2/minute. After 10 minutes, economy rates would be applied i.e. $1/minute.

Would I be applied base rate or economy rate on my subsequent call once I crossed 10 minutes?
You would be applied economy rate if you finished 10 minutes of consultation under same category for that day. Consider following scenario:
Customer had a consultation call with an a/c professional which went on for 9 minutes. He made another call to same or another a/c professional on the same day. This call went on for 5 minutes. For second call, he would be charged at $2/minute for first minute and $1/minute for next 4 minutes.

When does the charge take place for my consultations?
Once the call ends, you get few minutes to rate the call so that credits can be applied. The charges are applied after that.

How do I get a refund?
If you have received an incorrect charge or would like to inquire about a refund, please contact our Customer Support team at suport@spojiti.com.

Professional

General

Is your service available across the US?
Yes. Currently, we are available throughout US only.

Do I need WIFI to use your service?
WIFI is recommend for the best experience, though it is possible on some devices to use 4G or LTE to video call.
If you do experience connection issues, you can try using WIFI instead of LTE or 4G.

Am I required to rate the customer?
No. Our intention is to keep on improving the quality of users in our network. You rating and reviews plays a major role in that.

I have registered new account. I don't have any rating. Would I not be selected?
We direct few calls to you when you register new account. This is irrespective of your rating.

My Account

I skipped filling payment information. Can I still use the app?
Yes. However, you won't receive any service call.

I skipped activating my account. Can I still use the app?
Yes. However, you won't receive any service call.

I didn't receive any SMS with activation code. What do I do?
Go to profile section and tap on Activate Account. If you are still not receiving the text, please contact our Customer Support team at suport@spojiti.com.

How do I update/edit my personal information?
All of the information, except email address, you provided when you set up your account can be changed by logging into the SpojitiPro mobile or web app and navigating to your profile or account, depending on what information you need to change.
If you change the phone number, we need to re-activate your account.

I am not able to Go Online after registering an account.
Once you register an account, we review validity of your account information. This, generally, takes about 24 hours. Until then, you cannot Go Online.

I am not able to Go Online even after 24 hours of my registration.
Please contact our Customer Support team at suport@spojiti.com.

Consultation

Do I need to Go Online to start receiving service requests?
Yes. You will receive requests only if you are Online. We request you to Go Online only if you are ready to receive service requests. If you are not able to attend a call when you are online, it will reduce your chances of being selected for subsequent service requests.

Is there any protocol to be followed when I receive incoming call?
All you need is a strong and stable internet connection. We recommend to be on WIFI connection. Please be in noise-free environment before accepting the call.

On what basis am I selected for service request?
Customer's rating has direct impact on chances of your selection. Also, the number of calls you miss when you are online impacts the selection. This is in attempt to ensure quality of service provided to customers.

I don't know the solution of the customer's problem.
Please let the customer know that and request to end the call. You have an option not to charge the customer for that call. We request you to not charge the customer if you were not able to help the customer.

What does the pencil icon do?
This activates the draw feature. You start seeing customer video only. Whatever you sketch on your screen is displayed to the customer. You can use Eraser icon to erase the sketch on the screen. This helps you explain the solution to customer more effectively.

The ongoing call got stuck or disconnected. What should I do?
Our app is thoroughly tested and this could happen only in rare network condition. Please end the call. Do not charge the customer if you think service wasn't delivered up to the mark. Please report it to our Customer Support team at suport@spojiti.com.

When do I opt not to charge the customer?
If you think you were not able to help the customer resolve an issue, you can opt to not charge the customer for that call. Charging customer unreasonably can disappoint them and they might rate you under average.

What if I miss tapping on Charge or Do Not Charge?
By default, we assume that call is chargeable and we will charge the customer.

Payment and Billing

How much am I paid for the call?
Professionals will be paid 70% of economy rate charged to the customer for that call. This applies to the time for which customer is charged at base rate as well.
Example, customer is charged at the rate of $2/minute for first 10 minutes and $1/minute after 10 minutes. Let's say, the call went on for 20 minutes. You would be paid 70% of $20 i.e. $14.

Am I paid if I opt for Do Not Charge?
No.

How and when will I be paid?
Your payment will initiate in every two weeks via ACH. It will take 2-3 business days to reflect in your bank account. Please make sure to enter valid account information during registration.